This document outlines an outsourced incident management process with multiple levels. Level 1 handles initial triage and resolution of less severe incidents, escalating more critical SEV1 issues to Level 2. Level 2 either resolves incidents or escalates to Level 3 support and the supplier/customer directly for the most severe incidents. The process involves ticket creation, monitoring, troubleshooting, resolution, knowledge base updates and ticket closure at each level.

1. OutsourcedIncidentManagementProcessExample
Level1Level2Level3SDMCustomer
Outsourced Support Process
TRIAGE
Determine severity
SEV Level? Work on incident2-4
Create ticket
Incident
resolved?
Update KB
Close ticket
Clear Alert
yes
Escalates to L3
Escalates to SDM
SEV1
Call customer
Work on incident
Escalates to L3
no
Monitor incident
through resolution
SEV1
SEV1
Update KB
Close ticket
Clear Alert
Troubleshoot
infrastructure
Out of scope
Alert type
In Scope
Transfer ticket to
customer
Resolved?
YES- Send back to outsourced team
Escalate to HW
supplier
no
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Ronaldo Radünz
www.radsolucoes.com.br
Monitoring
Tool
Phone call
Incident resolved
Incident resolved
Contact customer
As needed
Contact customer
As needed
Incident resolved